Heirloom Hourglass LLC

Attached, please find the order from 8.8, with a note added on it clearly stating that she needed it by September We never received any email from her to change the date (because she made an error) until the same day she filed her complaint with youHer order was added to the Rush Order list immediately upon notification that she gave us the wrong date ( at no additional cost to her ), It shipped back on and arrived to her yesterday, (within business days, although each is handcrafted per order & our standard production time is 4-weeks)She most likely didn’t understand what it means to file a complaint with the Revdex.com – even if we respond and she is happy, which she is, our rating sill gets dropped FOR NO REASON! So – if you feel that this is deserves to have the rating dropped – there is obviously nothing that will ever raise itYour site should be for reporting companies actually trying to scam people – not a small craft business of just myself trying to make a living

The customer was sent an email a little over weeks ago regarding this, so I am not sure why a complaint was filedFrom: Heirloom Hourglass, LLC Sent: Friday, August 12, 2:PM To: [redacted] @***.com Subject: Engraving Delay Just wanted to write to give you an update on your orderThe engraver I use for the engraving on the base of the hourglass is out for repair, so I will be unable to complete the engraving until the engraver is working properly againI have been told I should have it back by September 1stOnce it is fixed, your engraving is first on the listYou will receive a shipping notification email with the tracking number after it ships and it will then take 2-days to reach you via a free upgrade to [redacted] mail, so will still arrive to you well before your October 15th weddingHave a great day!

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I'm not sure if you sent the email to the correct email address or not, but I never received that email you just posted here or else I wouldn't have sent others since then Thus, why I filed the complaint I just went back and checked my spam folder as well and it was not there either I'm sorry for filing the complaint, but after spending $on my product I feel I deserve better/easier communication from the business than having to go through the Revdex.com to receive a response? I even tried emailing and calling again today before seeing this message...the phone just rang and rang with no option to leave a voicemail I understand that you're probably busy with orders, but you already have my money for the product The least you could do is respond to questions I have regarding what I've purchased? Thank you for your time I really do look forward to seeing the hourglass, I've read a lot of really good things about them! Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I have also attached a screenshot of the ONLY correspondence that I have received from Heirloom Hourglass. As was mentioned in the original complaint, I have called several times reaching only the voicemail and have left my phone number & email address as was stated to do on the voicemail numerous times. I would still like my customized letter, only if it can be here early next week in time for my ceremony. If not, then I would appreciate a refund please. Thank you for the response
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***Although I do not find their response satisfactory, *** has stepped up to resolve the matterThank youRegards, *** ***

This order was placed on July 2, 2015. Each hourglass is handcrafted per order & our production times are clearly noted in multiple locations throughout our website in bold colorful text so that it cannot be overlooked & again in the order confirmationWe ask on the website and in the
order confirmation that the customer provides us with the date the order is needed to prevent missing any deadlinesThis customer never advised us of any deadlineWe received an email on July 17th at 7PM when the office was closedWe responded to this email during business hours the following dayOur response clearly stated again the production times and to please notify us of a deadline if there was oneWe added the order to our Rush Order list to speed up production on it because the email came across as though the customer was in a hurry to get itWe still were not provided with a date it was neededWe have not received any voice messages from this customer and there is always an option to leave one if someone is not available to answer the phone when a customer callsWe then received notice from the Revdex.com that a consumer complaint against our company had been filed requesting an order cancellation. It is clearly noted on our website that if you need to make changes to or cancel an order for any reason, please notify us within week of placing the orderOrder changes and/or Cancellations are not allowed after week because the order is already in productionRush orders cannot be cancelled or changed. No cancellation or refund will be madeThis order was completed (with a free upgrade to Rush production), shipped (with a free upgrade to USPS priority shipping) and has been delivered to the customer, all within the guidelines noted on our website

I am not really sure how to reply to this complaintI was in contact with the customer Thursday prior to the order even being placed to confirm that a Spetember 21st deadline could be metThis date was agreed to before the order was even placed and I have also confirmed with the customer
that the email address she entered incorrectly on her order has been corrected, so I am not sure why a complaint was filed here on the Revdex.com website

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Revdex.com spoke to customer who confirmed order was delivered and receivedShe did dispute the business statement that she made no effort to contact them prior to Revdex.com complaint and offered to provide copies of emails sent and not responded to if necessary
Regards,
*** ***

The customer was sent an email a little over 2 weeks ago regarding this, so I am not sure why a complaint was filed. From: Heirloom Hourglass, LLC  Sent: Friday, August 12, 2016 2:48 PM To: [redacted].com Subject: Engraving Delay Just wanted to write to give you an update...

on your order. The engraver I use for the engraving on the base of the hourglass is out for repair, so I will be unable to complete the engraving until the engraver is working properly again. I have been told I should have it back by September 1st. Once it is fixed, your engraving is first on the list. You will receive a shipping notification email with the tracking number after it ships and it will then take 2-4 days to reach you via a free upgrade to [redacted] mail, so will still arrive to you well before your October 15th wedding. Have a great day!

Your order was placed on 6.14.16 and there was no deadline noted. We then received a message from you on 6.27 stating that your wedding was Saturday ( in 5 days ). We immediately added your order to our Rush order list and upgraded your shipping to Express at no additional cost to you. We had...

multiple email exchanges with you between 6.27 and 7.1 when your order shipped.  Your order was shipped via USPS Express overnight for delivery the following day by 10:30 AM. You have received your hourglass. It is no fault of ours if it did not reach you in time. We went above and beyond to complete and ship it. If it did not reach you in time, that would be the fault of the shipper – this complaint should have been made on their Revdex.com profile, not ours. All hourglasses are custom handcrafted per order & we do not issue refunds for missing a deadline we were not made aware of when the order was placed. All of our policies are clearly noted on our website.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I'm not sure if you sent the email to the correct email address or not, but I never received that email you just posted here or else I wouldn't have sent 3 others since then.  Thus, why I filed the complaint.  I just went back and checked my spam folder as well and it was not there either.  I'm sorry for filing the complaint, but after spending $275 on my product I feel I deserve better/easier communication from the business than having to go through the Revdex.com to receive a response?  I even tried emailing and calling again today before seeing this message...the phone just rang and rang with no option to leave a voicemail.  I understand that you're probably busy with orders, but you already have my money for the product.  The least you could do is respond to questions I have regarding what I've purchased? Thank you for your time.  I really do look forward to seeing the hourglass, I've read a lot of really good things about them!
Regards,
[redacted]

Attached, please find the order from 8.8, with a note added on it clearly stating that she needed it by September 31. We never received any email from her to change the date (because she made an error) until the same day she filed her complaint with you. Her order was added to the Rush Order list...

immediately upon notification that she gave us the wrong date ( at no additional cost to her ), It shipped back on 8.20 and arrived to her yesterday, 8.22. (within 11 business days, although each is handcrafted per order & our standard production time is 4-10 weeks). She most likely didn’t understand what it means to file a complaint with the Revdex.com – even if we respond and she is happy, which she is, our rating sill gets dropped FOR NO REASON! So – if you feel that this is deserves to have the rating dropped – there is obviously nothing that will ever raise it. Your site should be for reporting companies actually trying to scam people – not a small craft business of just myself trying to make a living.

This was resolved via email before I even knew the customer had filed a complaint. The order is almost complete, well within the production time noted, and will ship once it is complete. The customer will receive a shipping notification with the tracking number after it ships, as does every...

customer.

This customer has been responded to multiple times but has not provided us with an answer to the questions in the emails. The only item ordered was a ceremony copy, not an hourglass. We asked if an hourglass had been ordered previously. The wording of the ceremony is specific for use...

with an Heirloom Hourglass. As you can see from the correspondence thread below, we asked on multiple occasions if they did indeed wanted just the ceremony wording, which is specific to Heirloom Hourglass or wanted us to cancel the order. We always confirm that a customer understands what they are getting before we complete an order. We have not received an answer, a date it is needed, a voicemail, phone number, or anything. If they just want the ceremony wording, it is available on the website. If we had received an answer, the item would have been to the customer a long time ago if they indeed want it or the order would have been cancelled if that was their preference. . Please just let us know if you want the item or want the order cancelled. Filing a complaint with the Revdex.com was completely unnecessary.